I’m a new Etihad customer that has earned Platinum in 7 months from nothing, and am a big proponent of them. I fly First, usually Deluxe fares, and have been delighted with the ground, air and concierge teams. I’ve been a BA Gold Guest List (top tier) for years and am so glad I switched.

However the care/support/empowerment offered by the post trip feedback team is sorely lacking. They need to sort it and fast as it jeopardises future spend and customer goodwill. My feeling is the agents are script based and scared to raise their head above the parapet- perhaps with justification as I don’t know the culture they work under.

I was told recently that I could NOT escalate to Mark Potter (Head of Etihad Guest) as ONLY the feedback team can deal with issues. I’m also surprised the Concierge / Meet & Assist team do not have more clout / power than they do.

if they could sort out or empower the feedback and Concierge teams the airline would be a major player. Something I believe they want to achieve - and in my opinion deserve.